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Where to get help ?

Frequent Visitor

Where to get help ?

I'm having some issues with VOD with Tivo units. Called several times on the phone for 1/2 hour up to and hour and nothing is resolved except and increase in my bill. How do I go about getting the issue resolved?

Official Employee

Re: Where to get help ?

 

Hello xTimbBerWolfx, it sounds like your cable card needs to be re-seated in your equipment. Have you tried removing the cable card and then inserting it again and restarting your equipment? Are you only having issues with on demand content? 


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Frequent Visitor

Re: Where to get help ?

Thank you for responding

 

Yes one of your team members had me reseat the cable card.

Yes it is only VOD that I'm having problems with. I get all my premium channels (ie HBO, MAX, etc) i can get into the VOD screen I can go as far as actually picking a particular show when I get the (CL-14) error.

 

I have restarted, checked all cables, reinitialized the Tivo unit.  VOD just stopped working approx 5 weeks ago the only change is when comcast sent out an updated Modem which when I called customer support I was told that my charge codes had gotten messed up and that a Tier 3 tech would need to clear the codes on the cable card back end. What that mean I have no clue.

 

Thanks again

Official Employee

Re: Where to get help ?

That means we have to re-provision the cable card on this end, I can assist you with getting this issue escalated to tier 3 for review. Please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me" and we can get started. 


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